Join Hafod and help us build healthier homes and communities.
We’re looking for a dynamic and experienced Customer Operations Manager to lead and develop a high-performing, multi-functional Operational Support Team. This is a pivotal role in delivering exceptional, customer-centric business support that aligns with Hafod’s mission and values.
We are looking for someonewith skills and passion to turn missions into reality and be a key part in making lives better for the Customer we are privileged to support. Leading this team will require a flexible on-site presence with the Customer Service team who are based in our Head Office (Cardiff), and we anticipate this will require a minimum of 3 days per week working in the office. In addition, you will want to get to know our customers and service sites through your visits across the south Wales region.
You can find out more by viewing theRecruitment pack where you can hear directly from our colleagues and teams about what working for Hafod is like
What you’ll do:
* Lead a large, diverse team to deliver unified, high-quality operational support across the organisation.
* Champion a place-based, person-centred approach to service delivery, ensuring our tenants and communities are at the heart of everything we do.
* Drive cross-functional collaboration to meet the evolving needs of both our customers and regional operational teams.
* Ensure compliance with all organisational, legal, and regulatory requirements.
* Regularly work from our Regional Hubs to connect with customers and support our community-driven approach.
What we’re looking for:
* A proven leader with experience managing large, multi-disciplinary teams.
* A passion for delivering outstanding customer service and community engagement.
* Strong operational and strategic thinking skills.
* A collaborative mindset and the ability to work across functions to achieve shared goals.
* A commitment to Hafod’s mission of building healthier homes and communities.
Opportunities for development
We provide a range of learning and development opportunities to support you at every stage of your career. From technical training to leadership development, we have a range of programmes available for you.
Our Behaviours
Our Behaviours guide the way we work, shape the way we grow and make sure each of us, whatever we do, can have a positive impact within our roles. To find out more about our Behaviours please see the attached Hafod Behaviours Framework.
Next steps
Download the recruitment pack to learn more about us and this role. If you would like further information about this opportunity which you have not be able to find in the pack please contact Saskia Aubrey at saskia.aubrey@hafod.org.uk. If you are interested in applying for this role, please click 'Apply' and you will be diverted to our recruitment platform.
Closing date: 8 June 2025 (11.59pm)
Interviews; w/c 23rd June
Location; Hafod Head Office, Culverhouse Cross, Cardiff
Hafod reserves the right to close this vacancy early should sufficient applications be received. Therefore, we encourage early applications to ensure consideration
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